Delivery & Returns

YOUR CANCELLATION RIGHTS OF THE CONTRACT AND RETURN OF THE GOODS

If you have ordered Goods on our website or over the phone, your right to cancel the contract starts from the date your order has been accepted, when we either email you to accept your order or we deliver the Goods to you or when you collect the Goods, which is the date the contract between us is formed. You will need to notify us of your cancellation and return the Goods to us within 30 days of receiving them. During this period, you may cancel your order and receive a full refund provided the Goods are returned to us in accordance with the requirements in this cancellation clause below and if the order is click and collect subject to the terms in the click and collect clause. This clause does not affect your right to return faulty or miss-described goods. Without affecting your cancellation rights, you can cancel your order for Goods at no cost, at any time before we dispatch the Goods, or any time before the confirmed availability for collection time for click and collect orders. 

Please note that no right of cancellation applies to Bespoke Goods that are commissioned to a particular specification on your request unless they are faulty.

To exercise your right of cancellation Goods must be returned to any IDS branch and you must provide us with details of the Goods ordered, your contact details and the reason for the cancellation. You may only return Goods to us during our branch opening hours, which are subject to change and each branch is subject to their own opening times. 

Full refunds will only be issued when we have received the Goods back in a resalable condition. This means they should be in their original packaging, unused, and undamaged and with a copy of the invoice included. You must take reasonable care to ensure the Goods are not damaged in the meantime or in transit. If the Goods are damaged (or have been modified) by you or are damaged in transit in a way that you could have foreseen (such as not being sent back in the same or similar packaging as sent to you) we withhold the right to refuse any returns (or partial returns) that do not meet a good and sellable condition as described in this clause.

If you do not return the Goods as required under this clause, we may charge you a sum not exceeding our reasonable direct costs of recovering the goods and/or replacing any goods that are damaged. 

If the Goods are faulty, we will refund the cost of standard delivery only, or use our own collection service to collect the items.

Once you have notified us that you are cancelling the contract and returned Goods in accordance with the above, we will refund or credit your account as soon as possible and no later than 14 days after receiving them back. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

YOUR CANCELLATION RIGHTS OF THE CONTRACT AND RETURN OF THE GOODS

If you are a Consumer, you have certain statutory rights regarding the return of defective Goods and claims in respect of losses caused by our negligence or failure to carry out our obligations. This Returns Policy or our Terms and Conditions of Sale (the “Conditions of Sale”) shall not affect your statutory rights. 

If Goods are faulty or delivered damaged, your rights are set out in the Conditions of Sale. 

Any returns requests for non-faulty goods should be received within three days of collection/delivery. 

The Goods should be returned to any IDS Branch within three working days of receipt. We do however reserve the right to charge a restocking charge. This will be discussed with your branch when you contact them. 

Proof of purchase must be given for any returns request. 

Please speak to your local branch should you wish the goods to be collected from your premises. Any goods collected will be the subject of a restocking charge. 

Credit notes/Refunds will only be issued when we have received the Goods back in a resalable condition. This means they should be in their original packaging, unused, and undamaged and with a copy of the invoice included. You must take reasonable care to ensure the Goods are not damaged in the meantime or in transit. If the Goods are damaged (or have been modified) by you or are damaged in transit in a way that you could have foreseen (such as not being sent back in the same or similar packaging as sent to you) we withhold the right to refuse any returns (or partial returns) that do not meet a good and sellable condition as described in this clause. 

Orders for Bespoke Goods that are commissioned to a particular specification on your request may never be cancelled. Specials which have been delivered and are in conformity with the Contract may be returned only (i) with the agreement of a Company Signatory and (ii) where Our supplier is prepared to accept the return, and you will indemnify Us against all costs, claims, losses or expenses incurred as a result of that return, including all fees or charges applied by Our supplier, for example re-stocking charges or transport costs. Details of any supplier fees or charges can be provided on request.